Technical Analyst I

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Varicent A tiempo completo

Varicent Bogota, D.C., Capital District, Colombia Technical Analyst I At Varicent, we're not just transforming the Sales Performance Management (SPM) market—we're redefining how organizations achieve revenue success.
Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential.
Here's why you'll thrive at Varicent: Innovate with Purpose: Build impactful solutions for customers worldwide.
Join Excellence: Work in a diverse, collaborative, and innovative team.
Shape the Future: Lead in redefining revenue optimization.
Grow Together: Unlock your potential in a supportive environment.
Join us at Varicent—where your talent and ambition meet limitless opportunities for success
THE OPPORTUNITY Our Technical Support Team serves as the frontline of customer success, specializing in providing expert assistance to users navigating our SaaS solutions.
They troubleshoot technical challenges, answer complex queries, and ensure that customers can maximize the value of our products.
Beyond solving immediate issues, the team collaborates closely with product and development teams to report bugs, contribute to product enhancements, and share insights into user experiences.
THE TEAM The Technical Analyst I works with clients to resolve issues, lead conversations, and coordinate activities across departments, and reproduces issues to maintain high client satisfaction.
As a Technical Analyst , you will have the opportunity to work side-by-side with experienced technology leaders for both on-premises and SaaS products to support our customers/business partners and connect with them by video conference, email, and CRM.
Technical SkillsWHAT YOU BRING 1+ years of relevant technical experience.
Familiar with relational databases concepts, both basic administration and SQL scripting.
Familiar with client-server architecture.
Ability to communicate clearly (both verbally and in written form) technical instructions to people with limited experience.
Troubleshooting experience for web-based applications.
Collaboration And Communication CEFR B2 level English proficiency or higher is required.
Ability to work and collaborate effectively in cross-functional teams.
What You'll Do Resolve technical problems by troubleshooting incidents, including collecting detailed problem descriptions, traces, log files, and replication.
Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.
Proficient in utilizing all support tools and processes to resolve cases.
Support KPI targets (SLA, QA, Resolution, etc.).
Available for scheduled weekend coverage for on-call rotation.
1-3 MONTHS Efficiently familiarize oneself with the organization's systems, processes, and team dynamics.
Establish a working knowledge of key technologies and tools relevant to the role.
Complete training and start solving support cases.
4-6 MONTHS Demonstrate proficiency in using relevant analytical tools and technologies.
Be able to solve 90% of cases without need for assistance.
Actively contribute to team projects and initiatives.
7 MONTHS & BEYOND Be able to solve 99% of cases without assistance.
Conduct in-depth analysis of complex technical issues and provide well-reasoned solutions.
Build and maintain positive relationships with key stakeholders.
Note This role requires employees to work within Eastern Standard Time (EST) business hours.
Flexibility will be essential to ensure seamless collaboration with the team and stakeholders.
This position is fully remote with a focus on performance and collaboration over location.
Benefits Market Leading Compensation Package.
Wellness Programs to Support Health and Wellbeing.
Remote Work Flexibility.
Comprehensive Employee Insurance Coverage: Medical, Dental, Vision, Life Insurance.
Annual Time Off in accordance with applicable legislative requirements.
Global Connected Culture: Hubs in Romania, UK, US, Canada.
Dynamic Work Culture: Thrive in our innovative and multicultural environment.
Grow with Us: Continuous development opportunities.
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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